Mastercard Jobs

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Job Title

Senior Analyst- GBSC Franchise Services

Overview

The GBSC (Global Business Services Center) is the shared services organization for Mastercard that adds value to our partners and serves our customers by delivering operational excellence, enhanced customer experience, and focused business results across all regions and all business units spanning 50 countries. Consistent with the One LFI model, GBSC is partnering with the Law and Franchise Integrity team to build a Franchise shared services function.

The Sr. Analyst, on this team, will be responsible for the end-to-end execution of Due Diligence and onboarding of MPS and other Non Licensed entities and be accountable for delivering positive customer experiences and efficient business results. The individual will also be supporting the ongoing processing of other areas of Franchise Customer Enablement including conducting due diligence and ongoing compliance monitoring.

• Are you comfortable with a changing and fast-paced environment?

• Do you have experience in B2B customer onboarding?

• Are you committed to customer service?

• Do you want to be part of a team responsible for protecting our brand and solving critical customer problems?

• Do you have a background in more advanced solutions like Digital, Open Banking and BNPL?

Role

• Leading conversation related to Customer onboarding and their projects.

• Review and organize customer list into an internal template to properly upload and manage data

• Should be in a position to accurately facilitate with Franchise and business partners for clarification regarding any technical and nontechnical issue and its resolution.

• Manages multiple Franchise onboarding programs, stay current with new enhancement and system updates, responds to complex ad- hoc customer requests and conducts ongoing program management

• Partner with internal customers regarding rules, procedures and processes to ensure compliance and maintain customer satisfaction.

• Demonstrate ability to multi-task and prioritize in order to provide superior customer service according to the GBSC standards in terms of quality, response time, resolution time and adhering to SLAs.

• Ensure that GBSC meets the needs of business units, Franchise Customer Enablement and other stakeholders.

• Supports customer training and education initiatives that facilitate onboarding and ongoing support of the customer relationship by preparing communications and materials, etc.

All About You

Background in customer onboarding with an emphasis in the card industry, operations, business administration &/or customer service

Demonstrated ability to communicate and interact cooperatively in a team environment and explain processes and policies effectively

Result-driven with a high sense of urgency and focus on the customer, quality and timely resolution

Proficient excel skills, including v-lookups

Knowledge about Open Banking, BNPL, Digital solutions

Strong problem solving and troubleshooting skills

High level of accuracy and attention to detail

Work effectively in a dynamic, time-sensitive, high volume environment

Results-oriented, strong follow-through skills

Excellent interpersonal communication skills, both written and verbal with the ability to explain processes and policies effectively.

Exposure to working in customer service, preferably in a B2B environment

Experience in customer due diligence

Look for opportunities to automate and process efficiency.

Experience in one of the CASE management tools (pref. Salesforce). Tableau a plus

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

Everyone wants easier ways to pay;

we invent them.

Checkout lines are slow;

we speed them along.

Merchants want more sales;

we give them data and insights.

People need financial access;

we connect them.

Corporate purchasing is complicated;

we make it simple.

Commuters are busy;

we speed them on their way.

Governments need greater efficiencies;

we help create them.

Small businesses are virtual;

we give them access to a world of buyers.

Retailers want to fight fraud;

we provide the tools.

Requisition ID: R-178010